AI/ML Enhance Amazon Connect's Contact Center Features

AI/ML Enhance Amazon Connect's Contact Center Features

This IDC Market Note takes a deep dive at Amazon Connect, AWS's contact center offering and how it extensively leverages AI/ML to enhance its contact center features. The benefits businesses can derive from Amazon Connect can be categorized int as driving enhanced customer experience, improving agent experience and productivity, cultivating business efficiency, and lowering business costs. The Amazon Connect solution is unique in the market not in terms of the services it provides, but rather the way it can add value through enhanced, easy-to-customize features and its consumption-based pricing model.

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